What are the responsibilities and job description for the IT Helpdesk Technical Support position at ADP Workforce Now?
ATX IT Helpdesk Technical Support
Job Summary:
AISIN Texas IT Helpdesk Technical Support, reporting to IT Manager, will be responsible to provide level 1 technical support to end users. He/she will be responsible to maintain and update technical documentation for desktops, laptops, handy terminals, printers (LaserJet and Label Printers) and mobile phones (iPhones). Additionally, he/she will be responsible to maintain all the Hardware and Software inventory up to date.
Supervisory Responsibilities:
- No supervisory responsibilities
Duties/Responsibilities:
- Provide technical support to end users, hardware (Desktops, laptops, tablets, and mobile phones)
- Software Support (configuration, installation, and troubleshooting)
- Technical Support to Label Printers and LaserJet Printers
- Manage the Helpdesk system, keep the system up to date, assign tickets, create monthly reports for Incidents, Requests, Preventive Maintenance, printers, and Cell Phones
- Act as a technical resource to others to resolve problems, errors, or other related issues.
- Anticipate customer needs and proactively identifies solutions
- Plan, prioritize, organize, and complete work to meet established objectives
- Manage mobile phones, configuration, troubleshooting, inventory
- Be available 24/7 to support the company if needed.
- Maintain Inventory for all ATX devices
- Configure and Support Handy Terminals
Required Skills/Abilities:
- Communication: Able to communicate in a clear, articulate, and professional manner on a daily basis via written and oral.
- Planning/Organizational: Able to prioritize work activities, use time efficiently and work through projects in a self-motivated manner balancing efforts between contracts, vendor agreements, and pricing requests.
- Problem-solving: Able to identify and resolve problems in a timely manner; gather and analyze information skillful; able to apply independent judgement on a regular basis in making decisions.
- Demonstrated professionalism and responsible enough to take ownership of projects
- Capacity to prioritize, meets deadlines, balance multiple tasks and work in a fast-paced environment.
- Effectively manage sensitive and confidential information.
- Ability to interact with team members and management at all levels.
- Follow established and documented policies and standard procedures
- Knowledge of the network protocols and topologies
- Knowledge of DHPC server, Active Directory
- Knowledge of TV system information system
- Knowledge of O365
- Must have competency of Windows 10 Pro
- Must be able to document troubleshooting steps and resolutions within ticketing system
Education and Experience:
- Associate degree in information system, information technology, computer science or related field required.
- At least 3 years of professional experience providing level 1 Technical Support, troubleshooting for Infrastructure (Laptops, Printers, Handy Terminals, Windows 10 Pro, O365, MS Teams).